AccountId: 011433970860
ContactId: 3ee50bd0-3d51-4aad-9516-f295700ea8d7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272459 ms
Total Talk Time (AGENT): 129145 ms
Total Talk Time (CUSTOMER): 96493 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/3ee50bd0-3d51-4aad-9516-f295700ea8d7_20250421T15:38_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII] in the customer service department. How may I help you?
[CUSTOMER][NEUTRAL] Yes, [PII]. I have this APL I guess for dental, for family dental.
[CUSTOMER][NEGATIVE] And I just really have not been able to find anyone that I could get these kids in for dental.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Um, how do I go about canceling this so that I could get some other coverage that will work in this area?
[AGENT][NEUTRAL] OK, um, before we proceed, is it possible to get your name and a callback number, please?
[CUSTOMER][NEUTRAL] Sure, [PII] and my name is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that, Ms. [PII], and I can definitely help you with verifying um your dental and getting it canceled. Do you happen to have the policy number by chance?
[CUSTOMER][NEUTRAL] Uh-huh, it is 025123887.
[AGENT][POSITIVE] Thank you for that. And I'm gonna also need you to verify, yes, ma'am.
[CUSTOMER][NEUTRAL] And that.
[CUSTOMER][NEUTRAL] No, I didn't say anything.
[AGENT][NEUTRAL] Oh, I thought I heard something. I apologize. I'm also gonna need you to verify a few things for me. Can you verify your date of birth and your mailing address, please?
[CUSTOMER][NEUTRAL] Uh uh. No.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, it may be going to my mailing, uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Looks like we have a different address.
[CUSTOMER][NEUTRAL] Probably my home address [PII].
[AGENT][NEUTRAL] That is correct. That's the one that we have and we're also showing an email account. Can you verify that too, please?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And that is what we have on file. And you do have a family dental.
[AGENT][NEUTRAL] Policy. I'm actually showing that you go through a third party administrator, which is benefits and a card. Um, it looks like we billed them and they handle the billing with your employer. So in order to cancel it, that is something you can do, but you'll have to contact them to make sure that the policy is stopped and the deductions are stopped as well. um I can give you their number and transfer you Miss [PII], if you'd like.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, just let me know when you're ready and I'll give you the number and then I will transfer you, make sure I get someone before I release you as well.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] Alright, so the number for benefits on a card is 1800.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 497
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 48.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 56.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, Miss, is there anything else I can help you with today before I transfer you for further assistance?
[CUSTOMER][NEUTRAL] All right, got it.
[CUSTOMER][POSITIVE] No, that's all. Thank you.
[AGENT][POSITIVE] Alright, Ms. [PII], I'm gonna place you on a brief hold and thank you for calling APL. You have a wonderful day and hold please.
[CUSTOMER][POSITIVE] You too. Thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] For calling APL hold please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Welcome to Benefits in a card.
[CUSTOMER][NEUTRAL] For English, press one.
[CUSTOMER][NEUTRAL] Para espanol pres.
[CUSTOMER][NEUTRAL] Your call may be recorded for quality control purposes.
[CUSTOMER][NEUTRAL] Thanks for calling Benefits Center card. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Hi, [PII]. This is [PII] with APL. I have a mutual insured on the back line who is actually not satisfied with the dental and wanting to cancel her dental coverage.
[CUSTOMER][NEUTRAL] Hey, you can transfer her over.
[AGENT][NEUTRAL] All right, would you like her name?
[CUSTOMER][NEUTRAL] You, I can get it all from her.
[AGENT][POSITIVE] All right, well, here she goes and thank you again. Hold please.
[CUSTOMER][POSITIVE] Thank you. Mhm.